An exciting opportunity exists for a Branch Manager to join our team! Reporting directly to the Regional Manager, this role is pivotal in ensuring that Forex Consultants are able to process foreign exchange transactions accurately and professionally. The Branch Manager will oversee both the Forex Consultants and the Mukuru Ambassadors, managing the safes and controlling incoming and outgoing money. As the first point of resolution for both customer and staff issues, the Branch Manager will play a key role in maintaining smooth operations. This position requires internal liaison with branch staff and external liaison with customers. If you are ready to take on a leadership role and contribute to the success of the branch, we want to hear from you! Duties and Responsibilities (include but not limited to): To manage the overall branch operations to ensure the smooth running of the branch + To manage the opening and closing of the safes to ensure stock is kept safe and secure at all times + To issue additional stock to consultants as required throughout the day + To manage the safe's stock to ensure money is safely controlled and sufficient funds are available when required + Ensure the branch is opened on time daily + Ensure the branch is closed and locked up securely, the alarm is set and in working order + Respond to incidents when the branch alarm is set off + Check that security measures are in place, cameras are in working order + Ensure there is sufficient stationary and office supplies available at all times + Liaise with 3rd party suppliers and sign off invoices + Complete weekly inspection lists and carry out audits + Ensure Forex Consultants are abiding by uniform regulations + Ensure the office is kept tidy and branch looks professional at all times + Opening the safe first thing in the morning using correct codes and sign register + Take sealed bags out of the safe and ask consultant to help count cash float in their bag from the safe + Ensure opening balances match previous day's closing balance + Process all stock transferred to manager's till + Ensure all stock is counted and correctly sealed at the end of the day + Lock all sealed bags in the safe securely at the end of the day + Monitor overs and shorts, carry out investigations for shorts + Escalate shorts to Regional Manager if unresolved + Issue additional stock/top-up to consultants as needed + Open safe to retrieve cash and count with the consultants to double-check value + Ensure the stock is accurately transferred to the consultant on the system + Issue a physical receipt to the consultant + Liaise with Fidelity Guards to receive and bank money as required + Sign for the stock in conjunction with another consultant + Obtain a session password and capture the stock accurately into the system + Email relevant parties with the details of the stock received + Obtain safe code from Transport Forex and lock stock away To resolve customer queries and complaints in a professional and timely manner + Respond to customer queries in a timely way + Provide professional customer service at all times + Resolve complaints as effectively as possible + Establish the problem and calm the customer down if required + Refer unresolved issues to the Regional Manager To oversee the duties of the Forex Consultants and provide assistance when required + Provide on-the-job training to Forex Consultants + Carry out spot checks on the Consultants' cash stock + Assist with cancelling transactions when needed + Provide guidance to the Forex Consultants and Mukuru Ambassadors when required + Attempt to resolve any staff issues or grievances + Refer to Regional Manager if unable to resolve staff problems + To provide assistance to customers to resolve their queries timeously + Issue bank statements + Create and issue confirmation letters to customers + Assist with processing foreign exchange transactions accurately when required + Provide remittance support if required To maintain current knowledge of foreign exchange and ICFX system + Complete daily system tests on system, must achieve 100% or go back and try again + Complete daily quiz and overall monthly quiz competition + Submit monthly assignments timeously + Attend quarterly training and test sessions To conduct performance management functions to ensure effective running of the branch + Monitor individual team members' performance + Hold monthly progress discussions with team members + Coach and mentor staff when required + Ensure adherence to HR and IR policies (including leave approvals, etc.) + Ensure all staff attend required training courses for new products and all quizzes are completed To manage own professional and self-development + Monitor and manage own targets + Attend monthly performance meeting with Regional Manager + Attend all required training courses for new products Key Requirements + Grade 12 / or equivalent (Essential) + Understanding and speaking of a Zimbabwean/Malawian/other relevant language (Essential) + 3 years Forex Consultant Experience (Essential) + Knowledge of foreign exchange + Knowledge of exchange control regulations + Knowledge of FICA regulations + Knowledge of money laundering + Knowledge of Reserve Bank regulations + Knowledge of Branch management Additional Skills + Multitasking skills + Computer skills + Telephone skills + Verbal communication skills + Organisational & administrative skills + Conflict management skills + Attention to detail + Interpersonal skills I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!! Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers. If you do not receive any response after two weeks, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS